Customer service automation systems and methods

ABSTRACT

The present invention provides systems and methods for automation and enhancement of customer service in vehicle distress situations. A typical process according to the present invention involves the detection of a vehicle distress event. Once a distress event is detected, a response plan is generated based upon at least the detected event. The response plan is then acted upon in an automated fashion to provide an enhanced service experience for the customer.

CROSS REFERENCES TO RELATED APPLICATIONS

[0001] This application claims benefit of U.S. Provisional PatentApplication No. 60/238,764, filed on Oct. 6, 2000, the entirety of whichis hereby incorporated by reference for all purposes as if fully setforth herein.

BACKGROUND OF INVENTION

[0002] 1. Field of the Invention

[0003] The present invention relates to systems and methods forautomation and enhancement of customer service in vehicle distresssituations. More particularly, the invention relates to systems andmethods for monitoring motor vehicle operational characteristics toobtain increased amounts of data relating to the state of the vehiclefor purposes of providing a more comprehensive and immediate customerservice response in cases such as thefts, accidents, breakdown,potential breakdown, mechanical failure or potential mechanical failureor emergency.

[0004] 2. Description of Related Art

[0005] Conventional methods for determining the type and level ofcustomer service required by a consumer were dependent upon on personalinteraction with the customer and their ability to locate and purchasethe needed services after a loss. The principal problem with suchconventional methods is the time required identifying the need,servicing the need and the extent to which the customer can effectivelypurchase the needed services in a timely manner.

[0006] In instances of distress involving vehicles such as thefts,accidents, breakdown, potential breakdown, mechanical or other potentialdistress situations (collectively, “distress events”), typical customerservices responses may only be initiated by the customer after thedistress event. Some prior art systems suggest utilization of onboardsensor systems to detect an emergency situation and to notifyappropriate medical and law enforcement authorities automatically. Suchsystems improve the response time in an emergency but do little to helpthe customer recover from such situations.

[0007] In one embodiment, the present invention contemplates a new andimproved motor vehicle monitoring, recording and communication system,which may support improved and enhanced customer service in response toa distress situation. Such a system is adaptable to current electronicoperating systems, tracking systems and communication systems for theimproved extraction of selected situational related data. In otherembodiments, either the customer or a third party may initiate theenhanced customer services contemplated where such vehicle monitoringequipment is unavailable or malfunctioning.

SUMMARY OF THE INVENTION

[0008] The present invention is directed to systems and methods forautomation and enhancement of customer service in vehicle distresssituations. A typical process according to the present inventioninvolves the detection of a vehicle distress event. Event detection maybe accomplished in a variety of ways including detection based uponfeedback from onboard sensors, customer initiated reporting or thirdparty reporting. Once a distress event is detected, a response plan isgenerated based upon the detected event. In some embodiments, theresponse plan may also be impacted by other criteria such as insurancecoverage connected with the vehicle, warranty information associatedwith the vehicle or a customer profile connected with either the usualdriver of the vehicle and/or the vehicle itself. The response plan isthen acted upon in an automated fashion. Elements of a response plan mayinclude dispatching appropriate emergency assistance, arranging anddelivering a rental vehicle, scheduling a repair appointment, checkingparts availability and preordering out-of-stock parts at the locationwhere the repair appointment was scheduled, notifying the customer ofsuggested maintenance or immediate potential problems, dispatching of orscheduling of an appoint with a claims adjustor, notifying partiesdesignated by the customer.

[0009] Additional advantages of the invention will be set forth in partin the description which follows, and in part will be obvious from thedescription, or may be learned by practice of the invention. It is to beunderstood that both the foregoing general description and the followingdetailed description are exemplary and explanatory only and are notrestrictive of the invention.

BRIEF DESCRIPTION OF THE DRAWINGS

[0010] The accompanying drawings, which are incorporated in andconstitute a part of this specification, illustrate one embodiment ofthe invention and together with the description, serve to explain theprinciples of the invention.

[0011]FIG. 1 is a diagram of a typical process according to the presentinvention.

[0012]FIG. 2 is a suggestive drawing of a vehicle including certain dataelement monitoring/recording devices, control devices and communicationsdevices

[0013]FIG. 3 is a block diagram of an on-board computer that could serveas the control device in FIG. 2.

[0014]FIG. 4 is a block diagram depicting various actions that may begenerated in the response plan and executed.

[0015]FIG. 5 is an architecture diagram for a typical back endenvironment.

[0016]FIG. 6 is a block diagram graphically depicting typicalnon-Web-based communication with the back end environment.

DETAILED DESCRIPTION OF THE INVENTION

[0017] A preferred embodiment of the invention is now described indetail. Referring to the drawings, like numbers indicate like partsthroughout the views. As used in the description herein, the meaning of“a,” “an,” and “the” includes plural reference unless the contextclearly dictates otherwise. Also, as used in the description herein, themeaning of “in” includes “in” and “on” unless the context clearlydictates otherwise.

[0018] Ranges may be expressed herein as from “about” one particularvalue, and/or to “about” another particular value. When such a range isexpressed, another embodiment includes from the one particular valueand/or to the other particular value. Similarly, when values areexpressed as approximations, by use of the antecedent “about,” it willbe understood that the particular value forms another embodiment. Itwill be further understood that the endpoints of each of the ranges aresignificant both in relation to the other endpoint, and independently ofthe other endpoint.

[0019]FIG. 1 depicts a typical process 100 according to the presentinvention. A distress event is detected with respect to a vehicle 110.Upon detection, a response plan is generated 120. The generated responseplan is then executed in an at least a semi-automated fashion 130. Insome embodiments, steps 120 and 130 may be iterative in nature. In suchembodiments, partial plan generation occurs at step 120 followed byexecution at 130; the partial execution may impact further plangeneration at step 120 again with subsequent execution at 130. Iterativegeneration and execution may continue until the complete customerservice plan has been generated and executed.

[0020] The detection step may occur in several ways. Ultimately, anotification trigger associated with the distress event is detected. Thenotification trigger may result from a direct communication from thecustomer, a communication or report from a third-party or acommunication initiated by the vehicle itself. In some embodiment, thedistress event may be detected by multiple of these aforementionedmeans. In such situations, a more detailed indication of the distressevent may be possible.

[0021] First, the detection may occur as a result of acustomer-initiated communication indicating the occurrence of thedistress event. The customer may communicate through any appropriatecommunications channel. In one preferred embodiment, the communicationmay be through a vehicle mounted communication device such as a mobiletelephone, a CB radio or other wireless transmission device. In otherembodiments, the customer may initiate communication via a wirelesscommunication device that is not mounted to the vehicle such as astandard mobile telephone or via a standard telephone connection. Thecommunication may be received by either a human operator at a controlcenter, an automated voice response (AVR) system or some combinedsystem. The communication may be in the form of either an audiotransmission or a data transmission. Audio will contain voicecommunication by the customer. In one embodiment, a data transmissionmay result from a touch-tone interaction with an AVR system. In otherembodiments, a data transmission may result from the triggering of adevice by the customer such as a panic button that generates andtransmits a predefined data message.

[0022] In another embodiment, the event detection may result from anaction of a third-party. For instance, a law enforcement or emergencyservice provider may report a vehicle related incident. In oneembodiment, such reports are monitored according to the presentinvention to detect distress events. Reports and/or information in suchreports may be entered into databases which may be accessed in a varietyof ways including, but not limited to, direct connection, dial-upconnection, network connection, etc. In other embodiments, the reportingagency may proactively forward reports leading to the detection of thedistress event.

[0023] In yet another approach to distress event detection is throughdirect access to sensors residing in the distressed vehicle. Thefollowing table summarizes some potential sensors as well as theirpotential utilization within the scope of the present invention. # TypeSensor Purpose 1 Seat belt Report sudden “G” force indicating collisionimpact may have occurred 2 “G” Force Report sudden “G” force indicatingcollision impact may have occurred (Any direction) 3 Altimeter Report ifthe degree of vehicle body roll indicates a roll-over accident may haveoccurred 4 Water Report when water level in vehicle indicates thevehicle may have suffered flood damage 5 Electrical Report whenelectrical short indicates vehicle may be at risk for fire damage 6 Airbag Report air bag deployment that indicates front end collision hasoccurred —Removal by theft 7 Bumper Report abnormal impacts thatindicate a collision may have occurred 8 Panels Report and identifypanels heavily impacted or damaged indicating a collision may haveoccurred 9 Parts Report when parts removed from vehicle indicatingpossible theft may be in progress 10 Impact Report severity of impact 11Anti-theft Report when anti-theft system indicates the vehicle may be atrisk 12 Glass Report when glass broken or removed from vehicleindicating vehicle may be at risk 13 Key Report if vehicle startedwithout using the computer chip key issued by the manufacturer 14Ignition switch Report if ignition system has been compromised 15 LocksReport if any locks on the vechile are compromised (Doors, truck,compartments, etc.) 16 Driver Report when vehicle being driven by otherthan identified driver (Voice, eye, fingerprint, etc.) 17 Locator (GPS)Locate stolen vehicles 18 Functionality Report when vehicles mechanicalparts or systems fail to perform as intended 19 Safety Report whenoccupants not wearing safety belt 20 Tires Report sudden loss of airpressure or vibration in one or more tires 21 Communication link Reportif communication channel from vehicle is compromised 22 Speed Reportwhen vehicle being driven in excess of the posted speed limit or limitestablished by the customer (Parental control) 23 Voice Reportemergencies by voice command (Key word for use in hostage situation) 24Maintenance Report when scheduled maintenance is overdue 25 BarometricPressure Report sudden increases indicating an explosion may haveoccurred 26 Safety Report when any safety related part on the vehiclefails to perform as intended 27 Environmental Report exposure to anyhazard that may be harmful to either the vehicle or its occupants 28Temperature Report excessive internal temperature within occupiedvehicles (Child left in unattended vehicle) 29 Fuel Report when vehicleruns out of fuel 30 Distance traveled Record mileage 31 Anti-theftdisabled Record when anti-theft device is disabled while the vehicle isnot operational 32 Rapid acceleration Record when these events occur andor deceleration their severity 33 ABS engaged Record when the ABS systemis deployed

[0024] With reference to FIG. 2, an exemplary motor vehicle is shown inwhich the or devices that may be used for implementing the subjectinvention are included on board computer 250 monitors and recordsvarious sensors 260 and operator actions to acquire the desired data fordetermining what type of event has occurred and the data to determinethe severity of the event for determining the appropriate customerservice response. Although not shown any number of operating sensors maybe associated with the motor vehicle to monitor a wide variety of rawdata elements. Such data elements are communicated to the computerthrough a suitable communications link 270 such as a connection cableand/or connectors and/or wireless transceiver and/or other sensors. Anoperator-activated device 240 may also be connected to the computerthrough cable and/or connectors and/or other sensors. The computer ispowered through the vehicle battery 210 or other power source such as aconventional generator system (not displayed), rechargeable battery,etc. Tracking of the vehicle for location identification can beimplemented by the computer 250 through navigation signals obtained froma global positioning system (GPS) antenna 220 or other locating system.The communications link to a central control station is accomplishedthrough the cellular telephone, radio, satellite or other wirelesscommunication system 230.

[0025]FIG. 3 provides the block diagram of the in-vehicle computersystem 250. The computer 250 in a typical embodiment may include 4principle components, secondary storage 310, an input/output subsystem320 for communicating to a variety of external devices, a centralprocessing unit and primary storage 330 and a real time operating kernel340 for controlling the various processing steps of the computer 250.The computer 250 communicates with the various on-board devices that mayinclude an operator-activated device 240 enabling the driver to initiatecontact, a navigation subsystem 370 connected to GPS system 380utilizing antenna 220 and the various sensors 260 monitoring thephysical condition/status/operation of the vehicle. The vehicle islinked to an operational control center or AVR 360 by a communicationslink 350.

[0026] In one particular embodiment, third party reporting or sensorbased reporting may be utilized as the trigger for a parental controldistress event. A police report of a driving under the influence orexcessive speed violation in connection with the vehicle while beingdriven by a particular driver could trigger an automated customerservice response. Similarly, sensor detections of driving in a recklessmanner including excessive speed as judged by actual speed anddesignated speed limits based upon vehicle location and GIS data orweaving as judged by lateral force sensors in the vehicle while thevehicle is being driven by a particular driver could similarly trigger aresponse.

[0027]FIG. 6 is a graphical depiction of several communicationsmechanisms to the back end customer service automation environment.Communication to the back end environment may occur via one or morecommunication servers. The communication servers may host the AVRsoftware supporting the automated interactions with the customer throughthe customers mobile or landline telephone connection. Additionalcommunication may occur through direct communication with onboardsensors as previously described. Further, the communication may occurthrough a voice communication channel to an operator at an operationalcontrol center that enters the distress event information into asuitable configured workstation. Alternatively, in some embodiments,access to the environment may be through a computer network such as theInternet as seen in FIG. 5.

[0028]FIG. 5 depicts a typical back end customer service automationenvironment. Input information may be filtered through one or morecommunication servers that support interfacing with communicationsmechanisms. The communication server(s) will have a communications linkto the remainder of the environment; in a typical embodiment, this linkwill be a computer network connection such as the Ethernet depicted. TheEthernet will include suitable router hardware and software for managingthe traffic over the network. A load-balancing device will optionally beincluded in the environment to distribute workload among the variouscomponents of the environment. In addition to the mechanisms in FIG. 6,customer access to the back end environment may be supported via usercommunity computers with a communications link to the environment suchas via the Internet; further, third party notification of a distressevent may typically be communicated either by telephone (landline ormobile) through a human operator or AVR or directly to the environmentvia a communications channel such as the Internet.

[0029] In some embodiments, a data store may be utilized to store dataneeded by the environment such as customer and vehicle related data thatis utilized in the response plan generation and execution. In otherembodiments, this data, if required, may be hosted by a variety ofservice providers such as insurance providers, vehicle dealerships orrepair facilities, etc. Where a data store is utilized, any suitableorganization may be used such as one or more database servers, localstorage connected to other systems in the environment, network connectedstorage devices, etc. In one embodiment, a relational database is usedto store the data managed by one or more database servers. Otherdatabase architectures such as object-oriented, object relational,hierarchical spatial or other hybrid architecture could be used in otherembodiments.

[0030] Service providers may also be connected to the environment via asuitable communications link such as the Internet. Such providers mayinclude insurance providers, vehicle dealerships, repair facilities,towing services, rental agencies, emergency and law enforcementauthorities, etc. One or more specific servers in the environment may beutilized to facilitate the interactions between the service providersand the environment; in one such embodiment, one or morebusiness-to-business servers such as the B2B Servers by WebMethods couldbe used to support this functionality.

[0031] The environment may include one or more servers supporting Webfunctionality and interaction by members of the user community, serviceproviders and workstations in an operations center utilizing theenvironment. Such Web servers could run any suitable server softwaresuch as the Internet Information Server by Microsoft or the iPlanet WebServer by iPlanet. In connection with the Web server, one or moreapplication servers may be used to support the business and applicationlogic necessary to provide the customer automation services according tothe present invention. Such application servers could run any suitableapplication server software such as WebSphere from IBM or iPlanet'sApplication server. The business logic could be implemented through avariety of technologies and technology architectures including Javaservelets, COM/DCOM objects, CORBA, and/or Enterprise Java Beans. Theapplication servers may be responsible for encapsulating thefunctionality to generate and execute the response plans as described inmore detail below. Communications would be handed off to appropriateother servers (e.g. Web servers and communications servers).

[0032] In embodiments utilizing a data store within the environment,access may occur through specific interfaces in the application serversuch as through JDBC protocol. Additional servers such as the ColdFusionserver by Allaire in connection with the Web server(s) may also provideaccess to the data store.

[0033] Where the vehicle is provided by a rental agency, the rentalagency may interact with and utilize the environment according to thepresent invention. The rental agency may support the enhanced customerservice in all or selected vehicles that it provides to consumers. Inone such embodiment, the renter may be asked at the point of contractingwith the agency to provide identifying information to the agency. Thisinformation may be used within the scope of the present invention todetermine insurance coverage that the renter may have with respect torental vehicles. Depending upon the this determination, the rentalagency may offer insurance where the renter does not have existingcoverage or companion coverage above any existing coverage the rentermay have. If accepted, this coverage, or lack of coverage, informationmay be used in the providing the automated customer services of thepresent invention with respect to rental vehicles. In a furtherembodiment, where the renter's current coverage with her carrier doesnot provide rental vehicle coverage, such coverage may be offered by hercarrier for purchase at the point of contracting for the rental. Thisoffer may be in addition to, or in lieu of, coverage offered by therental agency. In one embodiment, the identifying information is notreceived at the point of contracting, with the agency, but thisinformation may be provided by the renter via an operator-activateddevice 240, or other appropriate communication mechanism with either therental agency or the system according to the present invention, at somepoint during the rental period. At such time, similar checks and offersof coverage may be provided. These offers may be impacted by anymonitored distress events, or lack thereof, during the time period sincethe renter took possession of the vehicle. As with coverage obtained atthe point of contracting, subsequent acquisition of coverage would thenbe used in in the providing the automated customer services of thepresent invention with respect to rental vehicles.

[0034] In a further embodiment involving rental vehicles, the monitoringof distress events according to the present invention may be used togenerate pricing over the course of the rental term. Rental agencytypically charge renters on a daily, weekly or monthly basis. One of thefactors in pricing such rentals is the depreciation in value of thevehicle based upon usage. The distress events, or lack thereof, asmonitored by the present invention may be utilized to generatesurcharges or credits based upon actual use of the vehicle to moreaccurately price the rental. Such distress events may include, withoutlimitation, speeding, excessive mileage traveled, unreported(potentially minor) collisions or bumps, ABS deployment, numbers ofinstances of hard breaking and/or rapid acceleration. The calculatedsurcharges or credits may be applied either as the rental fees accrue ona per day, per week or per month basis or in one lump credit orsurcharge at the end of the rental period.

[0035] Similarly, a vehicle-leasing agency could use the tracking ofdistress events to generate pricing for specific periods of the lease.In a typical leasing arrangement, the lease costs are paid in periodicpayments over the term of the lease with potential lump sum payments onthe front or back end. The costs of the lease term utilize a generalizedestimate of the depreciation of the vehicle based upon usage. Themonitoring of distress events, or lack thereof, may be utilized by aleasing agency to provide credits or surcharges to the lessee based uponactual usage rather than estimated usage. Such distress events mayinclude, without limitation, speeding, excessive mileage traveled,improper or proper compliance with suggested regular maintenance,unreported (potentially minor) collisions or bumps, ABS deployment,numbers of instances of hard breaking and/or rapid acceleration. Themonitoring of distress events as specified herein would serve as thebasis for the calculation of the credits or surcharges. The calculatedcredits and surcharges could be applied either to the periodic paymentsbased upon the monitoring over the period covered by the periodicpayment or could be accumulated and assessed at the end of the leaseterm as either an end term surcharge, added to any lump sum end of termpayment that might apply, or an end term refund, applied to any lump sumend of term payment that might apply.

[0036] The generated response plan will depend upon the distress eventdetected. Distress events may fall into several broad categoriesincluding, but not limited too, a vehicular accident; a vehicle loss dueto water or fire; a mechanical failure, or, potential failure; healthdanger, or emergency; or a theft, theft in progress or carjacking. Theresponse plan generated will depend upon both the generic distress eventdetected as well as the factual circumstance of the particular distressevent.

[0037] In some embodiments, the generated plan may also involveautomated review of information associated with the customer and/or thevehicle. For instance, vehicle information such as warranty coverage,comprehensive and collision insurance coverage, towing and laborcoverage, rental reimbursement coverage, roadside assistance coverage,mechanical breakdown coverage, service contract coverage maintenancehistory, parts lists, suggested maintenance schedules, etc may impactresponse plan generation. In addition, customer information such astiming and method of notification delivery and priority settings,personal contact information, individuals requiring contact, preferencesof repair facilities, rental car type, previous service representative,etc. may further impact response plan generation.

[0038] Once a response plan is generated, or a partial plan in thoseembodiment utilizing iterative generation and execution, the plan, orportion thereof, is executed in at least a semi-automated fashion. Insome embodiments, the response plan may be executed in a fully automatedfashion. The automated actions may be carried out through a variety ofcomputer systems that may be connected via a suitable communicationschannel such as a direct connection, a dial-up connection, a directsubscriber line, a computer network or other suitable link. In oneembodiment, a computer network such as an intranet, the Internet, anEthernet or some combination thereof connects the various systems.

[0039]FIG. 4 provides a block diagram of various actions that may beincluded in a generated response plan and executed according to thepresent invention. The arrows are indicative of a progression of actionsin one embodiment; other progressions and actions may be utilized inother embodiments within the scope of the present invention.

[0040] The foregoing discussion provides exemplary embodiments withrespect to a variety of distress events including accident and/or lossdue to water or fire, actual or potential mechanical failure and theftor carjacking situations. The examples discuss potential modes ofdetection along with typical actions which may be part of the generatedresponse plan and which may be executed in an automated orsemi-automated fashion.

[0041] An Accident or Loss due to Flood or Fire

EXAMPLE

[0042] Sensors detect that a vehicle has been involved in a collision.The sensors indicate that the front end of the vehicle and right frontquarter panel have been damaged. Customers service responses couldinclude locating the accident site via GPS, dispatching law enforcement,vehicle towing service, locating a rental vehicle that matches thepreference included in the customer's profile, and having the rentaldelivered to the site. An appointment is made at a local repair shop(again after checking the customer's preference in their profile) andany out of stock inventory is ordered.

[0043] Same scenario except the vehicle is a total loss. Instead ofmaking an appointment at the local repair shop a similar vehicle islocated (in accordance with the customer profile) and financed anddelivered to the customer.

[0044] Notification Triggers:

[0045] vehicle sensor (typical sensors that could be used to generatethis type of trigger are described above);

[0046] customer initiated (typically, the customer could generate thistrigger via a panic button either mounted in the vehicle or throughanother suitably configure wireless device (e.g. panic button withwireless transmitter to car activating transmission of trigger viavehicles wireless communication facilities, mobile telephone withsuitable preprogramming or specialize hardware, etc.) or via a mobile orlandline telephone to either a human operator or an AVR); and/or

[0047] 3^(rd) party initiated (typically, this may result from a listingof a vehicle as abandoned by appropriate public authorities, a policereport involving the vehicle, etc.).

[0048] Actions could Include:

[0049] Through GPS determine location of the accident or loss.

[0050] Search records to identify types of insurance and/or warrantycoverage provided—physical damage, rental car, mechanical breakdown androadside assistance.

[0051] Notify the 24/365 claims call center.

[0052] Notify police, emergency vehicles and tow trucks to the scenedepending upon type and severity of accident or loss as determined fromthe one or more notification triggers.

[0053] Depending on coverage, make a “priority” appointment at adealership or repair shop. The present invention may support selectioncriteria for picking the particular dealership and shop. The criteriamay include affiliation and/or other relationship with customer serviceautomation provider, geographic proximity, internal or external ratingof shop based upon price, quality, etc., guarantees and/or warrantiesprovided, etc.

[0054] Make reservations for a rental car that is comparable to the typeinvolved in the loss or referenced in the customer profile. The rentalcar and agency providing the rental car may be selected based upon avariety of criteria including, but not limited to, affiliation and/orother relationship with customer service automation provider, geographicproximity, internal or external rating of the agency based upon price,quality, etc.

[0055] Deliver the rental car to the customer.

[0056] If a total loss then locate equivalent vehicle from dealer's lotsor from return leased vehicles or other listings of available vehicles.The present invention may support selection criteria for picking theparticular dealership. The criteria may include affiliation and/or otherrelationship with customer service automation provider, geographicproximity, internal or external rating of dealership based upon price,quality, etc., guarantees and/or warranties provided, etc. Arrangementscould also be made with respect to the financing of the replacementvehicle.

[0057] According to the customer profile contact relatives, employeretc.

[0058] Dispatch an adjuster to the scene.

[0059] Make an appointment to inspect the vehicle and talk to thecustomer about the accident.

[0060] Based on vehicle sensors impacted determined what parts aredamaged and check the local dealership if the parts are in inventory andif they are not order them.

[0061] Mechanical Failure or Potential Mechanical Problem

EXAMPLES

[0062] A sensor detects that there is a problem with tread separation ona vehicle's tire. Actions could include: calling the customerimmediately, notifying them of the problem and the closest repairfacility, dropping off a Chevy Tahoe if they are driving a GrandCherokee and ordering replacement tires if they are not in thedealership's inventory.

[0063] If it were of lesser concern like a headlight being out or adefective turn signal then the same process would be followed. Howeverit would not necessarily be immediate. Written notification orelectronic notification of the problem may be provided. The deliveryplatform may be indicated in a customer profile.

[0064] Notification Triggers:

[0065] vehicle sensor (typical sensors that could be used to generatethis type of trigger are described above);

[0066] customer initiated (typically, the customer could generate thistrigger via a panic button either mounted in the vehicle or throughanother suitably configure wireless device (e.g. panic button withwireless transmitter to car activating transmission of trigger viavehicles wireless communication facilities, mobile telephone withsuitable preprogramming or specialize hardware, etc.) or via a mobile orlandline telephone to either a human operator or an AVR); and/or

[0067] 3^(rd) party initiated (this may result from a report by anaffiliate service/repair shop that the vehicle is due for maintenance(e.g. oil change (after 3000 mile by sensor or after 3 months asdetermined by date of last oil change), tire rotation, etc.))

[0068] Actions could Include:

[0069] Through GPS determine location of the vehicle

[0070] Search records to identify types of insurance and/or warrantycoverage provided—Rental car coverage, mechanical breakdown and roadsideassistance

[0071] Notify the 24/365 claims call center.

[0072] Immediate phone call to the customer notifying them of the issue.This action may depend upon the type of failure, the severity and thecustomer's profile.

[0073] Immediate communication to the vehicles communication system(internal WEB system).

[0074] Provide the customer with options based on the type of problemand customer profile:

[0075] a) Make an appointment at a dealership or repair shop. See abovediscussion of accident distress event with respect to potential criteriafor selection of dealership or repair shop.

[0076] b) Make reservations for a rental car that is similar to the typeas the one needing repair or referenced in the customer profile. Seeabove discussion of accident distress event with respect to potentialcriteria for selection of rental car and agency.

[0077] c) Deliver the rental car to the customer if the problem issafety related.

[0078] d) Dispatch a tow truck to take the vehicle to the dealership orrepair shop.

[0079] Based on sensor indicating failure or potential failure, checkthe dealership or repair shop for the part in inventory and order it ifnecessary.

[0080] Notify the customer, and/or other individuals as indicated in acustomer profile, at a non-driving time if the event is not serious orsafety related.

[0081] Thefts and Carjacking

EXAMPLE

[0082] A sensor detects that the steering wheel is being compromised, orthe airbag is being removed without having deployed or that multipleassemblies have been removed indicating that the car is beingdisassembled. Locate the vehicle, dispatch the police and the adjuster,notify Special Investigative Unit and the customer. Deliver a comparablerental vehicle and dispatch an adjuster. Search available inventory forcomparable vehicles and offer them to the customer upon settlement tosettle the claim.

[0083] Notification Triggers:

[0084] vehicle sensor (typical sensors that could be used to generatethis type of trigger are described above);

[0085] customer initiated (typically, the customer could generate thistrigger via a panic button either mounted in the vehicle or throughanother suitably configure wireless device (e.g. panic button withwireless transmitter to car activating transmission of trigger viavehicles wireless communication facilities, mobile telephone withsuitable preprogramming or specialize hardware, etc.) or via a mobile orlandline telephone to either a human operator or an AVR); and/or

[0086] 3^(rd) party initiated (reports of theft to police or abandonentof vehicles)

[0087] Actions could Include:

[0088] Through GPS determine location of the vehicle.

[0089] Search records to identify types of warranty and/or insurancecoverage provided—physical damage, rental car, mechanical breakdown androadside assistance.

[0090] Notify police and Special Investigative Unit.

[0091] Notify customer and/or individuals designated in the customer'sprofile.

[0092] Make reservations for a rental car that is similar to the type inthe theft or referenced in the customer profile. See above discussion ofaccident distress event with respect to potential criteria for selectionof rental car and agency.

[0093] Deliver the rental car to the customer.

[0094] If a total loss then locate equivalent vehicle from dealer's lotsor from return leased vehicles. See above discussion of accidentdistress event with respect to potential criteria for selection ofdealership.

[0095] Dispatch an adjuster.

[0096] In all cases above, the designated actions may be impacted basedupon results of earlier occurring actions. For instance, retrieval ofcustomer profile and insurance/warranty information may significantlyimpact whether a subsequent action occurs or the parameters to be usedin such subsequent actions.

[0097] Throughout this application, various publications may have beenreferenced. The disclosures of these publications in their entiretiesare hereby incorporated by reference into this application in order tomore fully describe the state of the art to which this inventionpertains.

[0098] The embodiments described above are given as illustrativeexamples only. It will be readily appreciated that many deviations maybe made from the specific embodiments disclosed in this specificationwithout departing from the invention.

What is claimed is:
 1. A method for automating and enhancing customerservice in vehicle distress situations comprising: detecting a vehicledistress event from at least one of a feedback signal from an on-boardsensor, a customer initiated signal, and a third party reporting;generating a response plan based on the vehicle distress event, theresponse plan being selected from at least one of arranging anddelivering a rental vehicle, scheduling a repair appointment, checkingparts availability and preordering out of stock parts at a locationwhere a repair appointment was scheduled, dispatching of or schedulingan appointment with a claims adjustor, and notifying parties designatedby the customer; and executing at least one response plan.
 2. A systemfor automating and enhancing customer service in vehicle distresssituations comprising: a detecting means for detecting a vehicledistress event; a generating means for generating a response plan basedon the vehicle distress event, wherein the response plan is selectedfrom at least one of arranging and delivering a rental vehicle,scheduling a repair appointment, checking parts availability andpreordering out of stock parts at a location where a repair appointmentwas scheduled, dispatching of or scheduling an appointment with a claimsadjustor, and notifying parties designated by the customer; and aexecuting means for executing at least one response plan.